If you want your audience to say good
things about your brand, then you must start a ‘good’ conversation. Say nice
things (read interesting, useful and likeable social media content) and your
audience will surely appreciate it and share it with their social network.

Step
2 – Engage Well With Your Audience:

Customer engagement is vital for your
brand’s online reputation. Therefore,
ensure that the methods of brand engagement are ingenious too. Having posted
creative, resourceful content, ask your audience to comment on it. Urge them to
participate in contests, games, polls and quizzes and when they do, thank them
generously for their interest and enthusiasm. Also, reward them with discount
coupons and vouchers, special mentions and surprise gifts et al.

The bottom line is – go that extra mile to
truly make customer engagement a pleasurable experience for both you and your audience.
When your audience notices that you are making an honest effort to reach out to
them, they will respect you, regard you highly, remember you and reciprocate
the goodwill.

Step
3 – Take Bouquets and Brickbats Equally:

Let’s face it – in spite of your best
efforts at building a good customer relationship, not all of them are going to
be your loyalists or fans. For every satisfied and happy customer you would
have an equal number or perhaps more unsatisfied customers. However, don’t
sideline then. Instead, welcome and accept their criticism too.

When you see a complaint posted on the
social media against your product/service/brand, acknowledge it and work to
solve the issue at the earliest. If you are unable to resolve it, apologize. Honesty and transparency on the social does
wonders for your brand’s online reputation.

Having said that, a question still persists
– how to effectively implement the above steps? The answer lies in social media
analytics tools.

SMA tools like Shout Analytics effectively enhance
your brand’s online reputation. Using these tools you can monitor, measure and
analyze your customers’ conversations on the social and gather rich, actionable
insights about your brand’s online reputation.